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This study examines the nature of temporary disposition and acquisition in the context of online peer-to-peer (P2P) renting. Although renting is becoming increasingly popular, little is known about the phenomenon as practised between peers. P2P renting is a form of non-ownership access that enables renters to temporarily access goods, but also provides those that rent the ability to temporarily dispose of their possessions. Theoretically driven thematic analysis identifies that P2P renting is characterised as a self-service exchange with extensive co-creation and a balanced market-mediated exchange involving short-term intermittent transactions driven by a desire for community, inspired by political consumerism. However, fear of negative reciprocity, the high-involvement nature of the transaction, limited access to products and the inflexible nature of P2P rental sites impede the practice. Having a better understanding of current attitudes towards P2P renting may help with the design of future online P2P systems. [ABSTRACT FROM PUBLISHER]

This study focuses on the guests' perceptions of a safe hotel within the context of COVID-19. Based on the principles of the Social Exchange Theory, it (1) explores the underlying dimensions of a safe hotel image in the COVID-19 era, and (2) evaluates the relationships of these dimensions with future hotel guests' selection behaviors. The data were gathered from a sample of 500 hotel guests via an online survey instrument. A purposive sampling method was employed. Factor analysis and multiple regression analysis were carried out. Four dimensions were distinguished: Medical Preparedness, Hygiene Control, Health Communication, and Self-service Technology. Findings revealed significant influence of these dimensions on hotel selection behaviors. Hygiene control was found to be the most important predictor for future hotel selection behaviors. These findings provide critical strategic recommendations to help hoteliers assure and project a safe hotel image in the COVID-19 era. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to discern emerging trends and provide a longitudinal perspective on merchandising research by identifying relationships between merchandising-related subdomains/themes. Design/methodology/approach: This study sourced 657 merchandising-related articles published since 1960, from the Scopus database and 425 from Web of Science. After processing and normalizing the data, this study performed co-word and thematic network analyses. Taking a text mining approach, this study used topic modeling to identify a set of coherent topics characterized by the keywords of the articles. Findings: This study identified the following merchandising-related themes: branding, retail, consumer, behavior, modeling, textile and clothing industry and visual merchandising. Although visual merchandising was the first type of merchandising to be used in-store, only recently has it become an emerging topic in the academic literature. There has been a further trend over the past decade to understand the adoption of simulation technology, such as computer-aided design, particularly in supply chain management in the clothing industry. These and other findings contribute to the discussion of the merchandising concept, approached from an evolutionary perspective. Research limitations/implications: The conclusions of this study hold implications at the intersection of merchandising, sectors, new technologies, research methodologies and merchandising-practitioner education. Research trends suggest that, in the future, virtual reality and augmented reality using neuroscientific methods will be applied to the e-merchandising context. Practical implications: The different dimensions of merchandising can be used to leverage store managers' decision-making process toward an integrated store-management strategy. In particular, by adopting loyalty merchandising tactics, the store can generate emotional attachment among consumers, who will perceive its value and services as unique, thanks to merchandising items designed specifically with that aim in mind. The stimulation of unplanned purchases, the strategic location of products and duration of each merchandising activity in the store, the digitalization of merchandising and the application of findings from neuroscience studies are some of the most relevant practical applications. Originality/value: This study provides the first-ever longitudinal review of the state of the art in merchandising research, taking a holistic perspective of this field of knowledge spanning a 60-year period. The work makes a valuable contribution to the development of the marketing discipline. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to investigate the differences in consumers' perceptions of trust, performance expectancy and intention to hire between human financial advisors with high/low expertise and robo-advisors. Design/methodology/approach: Three experiments were conducted. The respondents were randomly assigned to human advisors with high/low expertise or a robo-advisor. Data were analyzed using MANCOVA. Findings: The results suggest that consumers prefer human financial advisors with high expertise to robo-advisors. There are no significant differences between robo-advisors and novice financial advisors regarding performance expectancy and intention to hire. Originality/value: This pioneering study extends the self-service technology adoption theory to examine adoption of robo-advisors vs human financial advisors with different expertise levels. To the best of the authors' knowledge, it is among the first studies to address multi-dimensionality of trust in the context of artificial intelligence-based self-service technologies. [ABSTRACT FROM AUTHOR]

This paper uses two studies to explore how experiencing a state of flow in social interactions influences assessments of dining out among customers engaged in socialization with friends, family members or colleagues. The paper further tests the moderating effect of self-service technologies, which reduce employee interruptions, on the association between customers' flow state and assessments of experiential quality, service quality and satisfaction. The results suggest that experiencing a state of flow in social interactions is a critical determinant of experiential quality, service quality and satisfaction. Interruptions to this flow state by service employees can have significant negative consequences on experiential quality, service quality and satisfaction. These negative influences can be mitigated by the use of self-service technologies, which facilitate a social flow state and increase perceptions of experiential quality, service quality and satisfaction. [ABSTRACT FROM AUTHOR]

This study examined the role of service convenience in the formation of perceived value and store loyalty in two different retail formats in China. Building on the hedonic-utilitarian theory, a mall-intercept study of shoppers (n = 400) in full-service department stores (i.e., hedonic setting) and self-service supermarkets (i.e., utilitarian setting) was conducted. The study tested the impact of the five service convenience dimensions on outcome variables such as perceived value and store loyalty. In department stores, perceived value was predicted by decision, transaction, and benefit convenience, but for supermarkets, decision, transaction, and post benefit convenience were significant. Decision and post benefit convenience were significant in predicting store loyalty in department stores, while decision and access convenience emerged as important contributors in supermarkets. The findings showed that shoppers seek different shopping experiences in each retail format. The paper presents the theoretical and managerial implications and concludes with various limitations of the study and directions for future research. [ABSTRACT FROM AUTHOR]

In this growing competitive market, packaging has become a vital part of the selling process for communication and branding. However, due to the changes in consumer's lifestyle and increasing self-service usage, the packaging is considered a salient salesman for tangible products. So, there is a gap to explore how different combination of packaging elements can impact the buying decision process of FMCG products. Therefore, this paper aims to investigate the influence of different visual and verbal elements on the purchase decision-making of Dhaka city consumers in the context of bar soap. The quantitative research method was adopted using data obtained from 243 residents from three different areas of Dhaka city.Data were then analyzed using Structural Equation Modeling (SEM) with smartPLS version3.The paper concludes that packaging color and background image are significantly related to soap users' purchase decision-making. However, font style, shape, printed information, and materials are found insignificant in this study. Based on these findings, important implications and guidance are provided for the marketers. [ABSTRACT FROM AUTHOR]

Purpose: This paper proposes a model that extends the technology acceptance model (TAM) by identifying factors that influence consumers' acceptance of augmented reality (AR) self-service technologies (AR-based SSTs) in the retail sector, resulting in the Augmented Reality in Retail Model (ARiR Model). Design/methodology/approach: This study is based on an online questionnaire responded to by 284 makeup-using women from Nicaragua and the USA. It is based on an AR mobile app used to shop in retail stores. Partial least squares-structural equation modelling was used to validate the ARiR model and test the hypotheses. Findings: Aesthetics and navigation are significant predictors of perceived usefulness and perceived ease of use (PEOU), and self-efficacy also explains perceived ease of use. Technology readiness and the need for personal interaction were not found to be influencing factors. A cross-cultural comparison indicated that both countries have similar overall attitudes towards AR-based SSTs. Research limitations/implications: This paper provides insights into the perceived value of, and motives for customer acceptance of, AR-based SSTs, which can serve as guidelines for their future implementation. Furthermore, it validates and confirms the application of the proposed ARiR model for technology acceptance in both developed and developing countries. Practical implications: The paper provides new insights for retailers on the implementation of AR at the point of sale. Originality/value: The model extends the original TAM to AR and introduces five new constructs: need for personal interaction, aesthetics, navigation, self-efficacy and technology readiness. It was tested in both a developing and a developed country. [ABSTRACT FROM AUTHOR]

In a retail setting, two field studies and one controlled online experiment show that compared to self‐service checkouts, artificial intelligence (AI)‐enabled checkouts temporarily activate perceived shopping convenience. This leads to more favourable attitudes and higher purchase intent, but only for consumers who have higher levels of self‐efficacy (Studies 1 and 2). Furthermore, we find that this positive effect of AI‐enabled checkouts conditional on consumers' self‐efficacy, is diminished for consumers who show a low level of callousness (Study 3). This study introduces a novel variable to consumer literature, callousness, a subconstruct of psychopathy and features the unexplored tripartite "AI–physical–human" ecosystem, which adds a significant layer to the incipient AI literature and serves as a theeoretical framework for continued inquiries. [ABSTRACT FROM AUTHOR]

The recent development of digital services quality models and the intention to use self-checkout technology in Indonesian supermarkets might help retailers to make comprehensive business decisions regarding self-checkout technology. The study is based on the Attribute-based model on self-service options by Dabholkar that used to generate expectations of self-service quality which is drawn upon the cognitive approach in decision making to test customer intention. The findings using multiple linear regression indicate that the majority of the respondents expected the easiness when using self-service checkout while other aspects did not seem to resonate as high as ease of use. The 153 survey responses were collected using a convenient sampling strategy. The collected data was processed through IBM SPSS software using regression analysis and frequency tests to answer the objective of this study. [ABSTRACT FROM AUTHOR]

Mobile banking has become a prevalent part of everyday banking, and almost all banks have adopted its use. This form of self-service has seen wide adoption because of its ease of use, performance, reliability, and enjoyment of use. These attributes of technology-based self-service options help both customers and businesses determine the value of the service. The proposed customer value model aims to conceptually represent how companies and customers perceive the value of a product or service and pinpoint gaps between these values. This paper presents the customer value model in the context of mobile banking. This new context is part of the service industry and allows for the introduction of two new service gaps; the service recovery gap and the word of mouth gap. Mobile banking has become increasingly relevant over the past couple of decades. This updated model allows marketers to understand better value from the customer's perspective and the company pertaining to mobile banking and a new era of the service industry. [ABSTRACT FROM AUTHOR]

Purpose: This article investigates the role of schemas in shaping customer experiences in new servicescapes, across the customer journey. The authors take a customer perspective that reveals how schematic information processing takes place at four pyramidal levels—event, touchpoint, encounter and concrete activities—that in turn lead to customer responses. Design/methodology/approach: The study introduces a novel ethnographic schema elicitation technique (ESET), which enables unraveling schemas at the touchpoint level across the customer journey of a European grocery store that recently launched a new SST innovation. This tailored approach provides fine-grained insights into customer experiences at the moment they occur. Findings: The conceptual framework unravels schematic information processing, as illustrated with an empirical study. The activation of different schemas and their modification is highlighted in rich qualitative data. Research limitations/implications: Innovative service offerings require customers to adapt their existing behaviors. Understanding this highly individual process, which requires schema modification, could be furthered by longitudinal in-depth research. Practical implications: By understanding schematic information processing, managers and policymakers can develop better strategies for activating sustainability or health-conscious schemas that guide customer behavior in positive directions. Originality/value: By applying ESET to new self-service technology, the authors provide valuable insights for service managers and retailers. They show the particular need for prudence in changing schemas in ways that avoid negative cognitive, emotional or behavioral responses. [ABSTRACT FROM AUTHOR]

Copyright of Journal of Hospitality & Tourism Technology is the property of Emerald Publishing Limited and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The hospitality industry has been facing the revolution of technology to sustain its service excellence for many years. In recent time, a number of restaurants have propelled mobile technology centred self-services by substituting their published menus with tablet-based menus. The present research implements extended UTAUT model to study customers' acceptance of tablet-based menus. This new form of ordering system has raised a couple ofquestions particularly on customers 'technology acceptance and behaviour. The current study examines the antecedents that inspire the customer perception of the tablet-based food-ordering system amongst casual dining restaurants in Malaysia. Quantitative data were collected from 185 patrons who dined in the restaurants that use tablet-based ordering system. The Statistical Package for Social Science (SPSS) was used to evaluate the composed data. The findings maintained the thought that the use of technology does offer assistance to advance the service understanding, especially the ordering involvement for the customers. Besides, it was revealed that the info on the menu and the advanced technology in the restaurant have an encouraging influence on consumer gratification. Results recommended that a larger part of the respondents were assertive with modern technologies. Most of the respondents were furthermore delighted with all the things assessing their information gratification level on the tablet-based menu ordering system. This study contributes to the understanding of technology acceptance, particularly within the foodservice domain. This study additionally provides a few pieces of evidence on the success and the ability of the system, which may be valuable as a reference point for other foodservice operations with objectives of including technologies to their current facilities. [ABSTRACT FROM AUTHOR]

[Display omitted] A portable multi-color colorimetric molecular imprinting polymers sensor for specifically identifing H5N1 from various subtypes influenza A virus with high sensitivity (LOD = 11.6 fM) is constructed. The proposed sensor is cheap (RMB 0.286 Yuan), easy to store and carry, and the detection results can be exhibited by fluorescence, UV-Vis spectrum and naked eyes. • Portable molecularly imprinted sensor. • Ultra-sensitive detection of H5N1 (LOD, 11.6 fM). • Self-service detection of influenza H5N1 with naked eye. • Results presented by three-modes. • Low cost (RMB 0.286 Yuan each). At present, the ability to identify subtypes of influenza A virus (IAV) with high similarity in morphology, size, and surface structure is suffered from significant challenges. In this study, we report on the development of a portable, multi-color, colorimetric molecular imprinting polymer (MIP)-based sensor that can specifically identify H5N1. To construct this sensor, using H5N1 as a template, the MIPs was obtained on the Fe 3 O 4 @ quantum dots (QDs) prepared in advance. Then, the Fe3+@PDA∼ Apt probe, which was designed for specificity for H5N1, was prepared by modifying the H5N1 ∼ Apt on the surface of the pre-prepared Fe3+-embedded dopamine nanoparticles. A sandwich structure would be formed via the specific combination of MIPs, H5N1 and Fe3+@PDA ∼ Apt. During detection, the fluorescence of QDs quenched, achieving the first detection mode of viruses through the change of fluorescence intensity. Subsequently, Fe3+ in the solution was released, K 4 [Fe(CN) 6 ] and K 3 [Fe(CN) 6 ] were added to achieve a multi-color colorimetric detection sensor visible to the naked eyes. The third detection mode can be achieved by detecting the absorbance of the solution by ultraviolet–visible. The sensor was capable of differentiating the target H5N1 virus from other IAV subtypes with high specificity and sensitivity (LOD = 11.6 fM), and the detection of the virus could be enabled by fluorescence spectroscopy, UV–vis spectrophotometry, and colorimetric indication three modes, to provide a reliable point-of-care detection method for ensuring the accurate treatment of patients with H5N1 infection. Importantly, the MIP-based sensor could conveniently achieve the self-service detection at a cost of only RMB in 0.28 yuan. [ABSTRACT FROM AUTHOR]

Purpose: Many sport venues utilize digital ticketing, in some instances exclusively. Forced technology adoption among ticket buyers in nonsport contexts, (i.e. airline passengers) has been shown to produce negative responses among consumers. The purpose of the current study is to examine sport consumer response to forced e-ticket adoption. Design/methodology/approach: E-surveys were disseminated to attendees of a major NCAA Division I football conference championship game where digital tickets were required for entry for the first time in event history. Mixed methods were utilized to examine both quantitative and qualitative data from 1,821 respondents. Findings: Among respondents, 29.6% indicated a preference for traditional paper tickets and 48.3% preferred e-tickets, with younger patrons more likely to prefer the digital option. No significant difference related to future consumption was found between those preferring hard tickets and those preferring e-tickets. An analysis of qualitative responses revealed five primary themes for hard ticket preference: (1) ease of use, (2) souvenir, (3) reliability, (4) lack of technology and (5) preference. Five primary themes supporting e-ticket preference were also uncovered: (1) convenience, (2) simplicity, (3) familiarity, (4) paperless and (5) security. Originality/value: The current study is the first to examine actual sport event consumers in a forced self-service technology environment. Also, no previous studies have explored respondents' preference motivations. The current study is also the first to link both age and future consumption to ticket-type preference. [ABSTRACT FROM AUTHOR]

The research on operational efficiency focuses on the macro-level research. However, there are relatively few studies on the industry level. In particular, there are fewer studies on the logistics industry, which has a leading and fundamental significance in the national economic system and is regarded as the third important source of profit. Moreover, scholars are more focused on the research on the operational performance and profitability of logistics enterprises. In order to study the efficiency of the logistics industry, this paper uses machine learning technology as the foundation and self-service data envelopment analysis to construct a comprehensive efficiency analysis model for the logistics industry. Moreover, this paper adopts a combination of qualitative and quantitative analysis to conduct empirical research on the operational efficiency and influencing factors of the logistics industry to explore the factors that affect the operational efficiency of logistics enterprises. In addition, this article optimizes the model data through statistics, and compares the model analysis data with the actual situation. It can be seen from the research results that the model constructed in this paper has a certain effect. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study was to update the fashion retail literature with an investigation of consumers' perceptions of in-store self-service technology (SST) and their willingness to adopt SST for fashion purchases. Specifically, this study examined the relationships between technology readiness (TR), individual characteristics and the perceived pragmatic and hedonic qualities of SST. Design/methodology/approach: A web-based survey was distributed to Korean consumers who had experience with in-store technologies. A two-step analysis including confirmatory factor analysis and structural equation modeling was applied. Findings: Both pragmatic and hedonic perceptions had significant impacts on acceptance of SST for fashion shopping. As for the roles of TR, innovativeness and optimism inherent in TR enhanced consumer perceptions of SST, while discomfort and insecurity did not. Originality/value: This study extends the knowledge of consumer acceptance of SSTs in fashion retail by highlighting the need to consider hedonic qualities and examining the different roles of each TR dimension for a full understanding of SST acceptance. [ABSTRACT FROM AUTHOR]

Copyright of Marketing of Scientific & Research Organizations / Marketing Instytucji Naukowych i Badawczych is the property of Sciendo and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Getting assistance from travel providers, including airlines, was quite challenging during the first phase of the virus outbreak (The New York Times, [19]). Such as Southwest airline announced that passengers could cancel flights at least 10 minutes before its scheduled departure and get a travel voucher valid for a year (Southwest, [22]); others introduce rebooking of a plane free of charge (American Airlines, [2]; Lufthansa [15]). Airlines also posted a reminder to contact a respective agency if the ticket was not purchased directly (Turkish Airlines [@turkishairlines], [23]). European Union Aviation Safety Agency (European Union Aviation Safety Agency, [5]) advised airlines to consider spacing passengers throughout the cabin and face masks for passengers. [Extracted from the article]

This study aims to investigate the effects of self-service technology (SST) characteristics and consumer characteristics on consumer resistance and satisfaction with SST in restaurants. An online survey was conducted for consumers in their 20s and 50s who used SST at restaurants, and 343 data were used for analysis. As a result, convenience and tech-controllability have a negative effect on consumer resistance with SST, whereas complexity, social risk and relationship orientation have a positive effect. In addition, convenience, entertainment, and tech-controllability have a positive effect on consumer satisfaction with SST, whereas social risk and relationship orientation have a negative effect. This study contributes practically and academically in that it proposes a practical strategy to reduce consumer resistance and increase satisfaction, and identifies the determinants of consumer response to SST. In future studies, an in-depth analysis of consumers' ambivalent responses to SST is required. [ABSTRACT FROM AUTHOR]

Purpose: The study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research. Design/methodology/approach: Based on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling. Findings: Few interesting findings were noted in this research. First, SST service quality had a direct positive linkage with perceived value, but no linkage with e-satisfaction. Second, strong positive linkage existed between perceived value and e-satisfaction. Therefore, the connection between SST service quality and satisfaction was completely mediated by perceived value. Third, no relationship existed between perceived value and behavioral intentions, but a direct positive relationship existed between e-satisfaction and behavioral intentions. Thus, the relationship of perceived value with behavioral intentions was fully mediated by e-satisfaction. Fourth, no direct connection was found between SST service quality and behavioral intentions. Rather, the connection was fully mediated by perceived value and e-satisfaction. Fifth, direct positive association was found between behavioral intentions and actual adoption of SST. Research limitations/implications: This empirical research was conducted primarily on the young population. Practical implications: The study will benefit managers in making better decisions on how to make SST work successfully for their organizations. Originality/value: First, this research further refined the SST adoption process of a customer, thus making a meaningful contribution to the literature on SST. Second, the research validated SSTQUAL scale in a different geographical setting. [ABSTRACT FROM AUTHOR]

The reported study presents the design and findings of a food honor system that was implemented in an academic building over 12 weeks. Relying on the tenets of self-concept maintenance theory, a food purchase self-check out honor system (i.e., unsurveilled self-service check out; SCO) was proposed to the dining service and food vendor on campus, and a model was built which allowed transactions to only be observed via an electronic self-service card swipe system used by customers for purchase transactions. The findings are compared to a similar food market available and utilized the following semester which relied on student volunteers (i.e., cashiers) to make purchase transactions for customers. Overall, the results of the food honor system revealed that this type of transaction system is not only realistic to implement in an academic building, but that it also has the potential to yield higher profits than more traditional systems which employ cashiers to conduct and observe transactions. Another benefit of this system is the opportunities it provides for students, faculty, and staff to practice and think about their ethical behaviors. The relatively low incident of theft, as compared to the unexpected high rate of sales, deemed this system to be successful and profitable. [ABSTRACT FROM AUTHOR]

Copyright of Polish Journal of Management Studies is the property of Czestochowa University of Technology, Faculty of Management and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Self-service technologies (SSTs) increasingly permeate retail spaces. To make their SST investments worthwhile, retailers need to turn enough customers into SST users. Previous research has uncovered the significance of habitual behaviour stemming from prior experience and situational factors from the environment on SST use. However, consumers are likely to vary regarding the extent they are driven by either habit or situational factors, suggesting that different types of consumers might exist in this regard. In this paper, we probe these consumer types in a real-life choice situation by studying the choice of selecting a checkout option (either staffed or self-checkout). We conduct a field study employing mixed qualitative methods by observing and interviewing customers checking out from retail stores. We discover four distinct customer types regarding the extent of reflexive (automatic) and reflective (deliberate) processing they use in their checkout selection: habitual traditional checkout users, habitual SCO users, situational users, and drifting users. We discuss the implications of our findings by linking the cognitive processing styles to the different stages of technology acceptance. Our main contribution lies in the development of a typology of consumers based on their selection between SST and human-delivered service. [ABSTRACT FROM AUTHOR]

Purpose: Nearly 40 years since they first appeared, there is renewed interest in dashboards, engendered by the diffusion of business intelligence (BI) desktop software, such as Power BI, QlikView and Tableau, denoted collectively as "self-service" BI. Using these commodity software tools, the work to construct dashboards apparently becomes easier and more manageable and no longer requires the intervention of specialists. This paper aims to analyse the implementation of this kind of commodity dashboard in a university, exploring its role in performance management processes and investigating whether the dashboard affects the organisation (or not). Design/methodology/approach: This paper focusses on an action research project developed by the authors, where the objective was to design and implement a dynamic performance measurement tool fitting the needs of department directors. The three authors were all involved in the project, respectively, as project manager, dashboard implementation manager and accounting manager of the studied organisation. Findings: The results reveal a specific but complex change to the procedures and outcomes in the organisation studied, where the dashboard becomes a boundary infrastructure, thereby reviving technical and organisational problems that had been latent for years. Originality/value: In this paper, the authors contribute to the debate on the digital age and the role of accounting with their exploration into the "revolution" of self-service BI tools. The democratisation and flexibility of these instruments put into discussion two core and somewhat controversial functions of accounting: data integration and personalised reporting. [ABSTRACT FROM AUTHOR]

This study extends existing research within the area of SST by examining which factors affect consumers' attitudes toward and satisfaction with SST in casual dining restaurants. Results are based on a survey with 169 respondents and interviews with one marketing communicator. Usability, pleasure, lack of personal service, technology readiness, support, and ease of use explained 65.2% of attitude toward SST. However, for satisfaction only four factors were significant: lack of personal service, usability, ease of use and pleasure, explaining 61.6% of satisfaction. The paper also provides useful information to managers in charge of the decision to design and implement SST. [ABSTRACT FROM AUTHOR]

Since March 2017, the cost of denied boarding began to draw all Brazilian airlines' attention because of the Resolution 400 of the Brazilian National Civil Aviation Agency. This Resolution covers several items, but we will focus on the penalty that the airlines need to pay for each passenger who had his boarding denied involuntarily in domestic flights. Our goal is to create a plugin that any airline could use in their self-service check-in channels and direct communication with the passenger. It could also become a way to offer proactive accommodation options and monetary compensations due to itinerary or ticket schedule change. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study is to investigate the evaluation of desirability/feasibility and adoption intention for the self-service technology of "older" consumers. This study also aims to show that the evaluation of desirability/feasibility and adoption intention varies depending on the type of customer value provided by self-service technology. Moreover, the authors improve the understanding of "older" consumers by comparing the adoption behavior through three proxies that express consumer aging: chronological age, subjective age and future time perspective. Design/methodology/approach: This study was performed as an experimental design by manipulating advertisement messages of self-service technology for online grocery shopping according to customer values. There are two analytic methods applied in this study. First, the current study compares the effects of chronological age, subjective age and the future time perspective on the evaluation and adoption intention of self-service technology by using structural equation modeling. Second, this study examines the moderation effect of customer values by conducting a multi-group analysis. Findings: The results of current research indicate that the future time perspective explains participants' evaluation and adoption intention of self-service technology compared to chronological age and subjective age. Specifically, participants who perceive their future time to be limited, rather than expansive, negatively assess the expected desirability and feasibility of self-service technology. In addition, the results of the moderation test show that the future time perspective affects more significantly the evaluation and adoption intention of self-service technology when the functional value is emphasized rather than emotional or social value. Research limitations/implications: The results of this study showed that the effect of future time perspective on expected desirability and feasibility was almost significant in each sub-dimension, but there were relatively few factors influencing trial intention. In this respect, it is necessary to look into the impact of the details of desirability and feasibility along with other variables known to influence the adoption of self-service technology related to aging. It would be meaningful to find and operationalize items that are valid for older consumers, rather than the desirability and feasibility elements typically applied to self-service technology. Originality/value: This study contributes to the extension of the socioemotional selectivity theory that has been suggested to interpret older consumers' behaviors. This research applies the concept of future time perspective to the assessment of desirability and feasibility and adoption intention. At the same time, for the marketing managers, the comparison between proxies that represent aging proposes the ways to attract "older" consumers with appropriate emphasis on customer values. [ABSTRACT FROM AUTHOR]